Customer Service Representative III

2 hours ago

Riverside, California, United States ElDorado National California Full time

Customer Service Representative III

Job Summary:

It is a senior-level role responsible for managing complex customer accounts, driving process improvements. his position provides leadership within the customer service team, mentors junior representatives, resolves escalated issues, and supports strategic initiatives to enhance customer experience and operational efficiency.

Essential Duties:
  • Respond promptly to customer inquiries via phone, email, or in person.
  • Process customer orders and returns accurately and efficiently.
  • Maintain up-to-date knowledge of products, services, and policies.
  • Document customer interactions in detail for audit, compliance, and tracking purposes.
  • Resolve product or service problems by clarifying the customer's complaint, determining the cause, and offering appropriate solutions.
  • Escalate complex issues to appropriate departments or management when necessary.
  • Follow up to ensure resolution and customer satisfaction.
  • Support billing and account questions and provide documentation as needed.
  • Participate in training sessions and team meetings to maintain service standards.
  • Support strategic customer accounts with high-level service, accuracy, and responsiveness.
  • Analyze account activity, trends, and service issues to provide proactive solutions.
  • Collaborate with cross-functional teams to resolve customer concerns and ensure a smooth order-to-cash process.
  • Manage high-value and high-impact customer accounts with a focus on retention and satisfaction.
  • Serve as the primary escalation point for critical customer issues requiring advanced troubleshooting or coordination.
  • Provide guidance and subject matter expertise to junior representatives.
  • Identify and implement process improvements to enhance service delivery and efficiency.
 
Required Knowledge, Skills, and Abilities:
  • Expert-level communication, conflict resolution, and relationship management skills.
  • Strong project management and organizational skills.
  • Ability to lead by example in a fast-paced, deadline-driven environment.
  • Deep knowledge of customer service systems, processes, and best practices.
  • Proficiency with ERP (e.g., SAP, Oracle) and CRM platforms (e.g., Salesforce).
  • Analytical mindset with experience using data to improve performance.


Education, Experience, and/or Required Licenses:
  • High School diploma or equivalent required.
  • Associate's or Bachelor's degree in Business, Communications, or a related field preferred.
  • 3 years of customer service experience, including 1+ year in a Level II or lead capacity.
  • Experience in manufacturing or technical environments is a plus.
ElDorado National California Inc. (ENC) is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected class under applicable federal, state, and local laws. We are committed to fostering a diverse and inclusive workplace where all employees feel valued and respected.

ENC takes affirmative action to employ and advance employment opportunities for minorities, women, protected veterans, and individuals with disabilities. We actively encourage qualified candidates from all backgrounds to apply and join our team.

ENC is also committed to ensuring that individuals with disabilities have equal access to opportunities. If you require a reasonable accommodation to complete the application process, please contact HR Department for assistance.

In accordance with California's wage transparency law (Senate Bill 1162), we are committed to pay equity and transparency. The salary range reflected on the job positing is our good faith estimate of what we expect to pay for this role at the time of posting. While we do not typically hire at the top of the salary range, initial offers are based on the candidate's qualifications and experience, with opportunities for growth and increases over time.

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